Technical Support Analyst - Bilingual/French (We-Su 11:30a-8p)

ScriptPro•Mission, KS

3d•Remote

About The Position

The bilingual Technical Support Analyst responds to inbound customer service calls and provides remote support and problem resolution with professionalism and courtesy. The analyst opens and manages service requests in a ticketing system to organize, track, and escalate customer inquiries, ranging from general how-to questions to advanced technical issues. The role may also assist with customer support and research projects as needed. This is primarily a remote, work-from-home position. It requires three weeks of onsite training at ScriptPro’s headquarters in Mission, Kansas. Kansas City Metro employees may be required to work on campus periodically based on business needs. The schedule is Wednesday through Sunday, 11:30 a.m. to 8:00 p.m. Central Time. Regular, punctual, and predictable attendance is an essential function of the job. The analyst analyzes, troubleshoots, maintains, and repairs ScriptPro systems, hardware, and computer peripherals; maintains, upgrades, or replaces software systems; provides hardware support; and supports user account information, including access rights, security, and system groups. The role requires progressive knowledge of ScriptPro systems and may include other assigned duties. The position requires a comprehensive post-offer background check and the ability to obtain Department of Defense security clearance after hire. The analyst is responsible for following cybersecurity and privacy policies that protect sensitive data, including personally identifiable information and Protected Health Information, and must complete annual cybersecurity and privacy awareness training. The company does not offer visa sponsorship; applicants must be legally authorized to work in the United States. The work involves routine use of standard equipment and extended computer use. Candidates must be able to sit, use their hands and fingers, and occasionally lift, squat, stoop, bend, and reach. The position is listed at $26.00 per hour or $54,000 annually in the English posting; final compensation depends on factors including qualifications, experience, and geographic work location. Benefits listed include paid time off, parental leave, nine paid holidays, paid volunteer hours, and an Employee Assistance Program.

Requirements

At least an associate degree in an engineering- or technology-related field, a bachelor’s degree or equivalent, or two years of related experience.
Proficient written and verbal French communication.
Basic knowledge of Windows operating systems (XP/7/10/11).
Working knowledge of desktop and peripheral troubleshooting.
Problem-solving and analytical skills.
Positive attitude, drive, and tenacity.
Excellent customer service skills.
Excellent written and verbal communication skills.
Ability to multitask across varying priorities while maintaining attention to detail.
Valid driver’s license and willingness to travel by air for work-related duties if located outside the area.
Ability to obtain Department of Defense security clearance after hire.
Reliable high-speed internet access with a hard-wired connection for remote work.
A distraction-free home office workspace.
Willingness to participate in virtual video meetings with the camera on.
Legal authorization to work in the United States; the company does not offer visa sponsorship.

Nice To Haves

Familiarity with ticketing or service desk software and SLA-driven resolution times.
Knowledge of ScriptPro systems.
Experience in pharmacy.

Responsibilities

Respond to inbound customer service calls and provide remote technical support and problem resolution professionally and courteously.
Open service requests in a ticketing system and organize, track, and escalate customer inquiries.
Assist with customer support projects and/or research projects as needed.
Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, and computer peripherals.
Maintain, upgrade, or replace software systems and provide hardware support.
Support and maintain user account information, including rights, security, and system groups.
Maintain progressive knowledge of ScriptPro systems.
Ensure compliance with cybersecurity and privacy policies to safeguard sensitive data, including personally identifiable information and Protected Health Information.
Complete annual cybersecurity and privacy awareness training.
Perform other duties as assigned.